SANTANDER BANK, NATIONAL ASSOCIATION

2018-11-14

Newton, MA

Opening an account

Checking or savings account: Other banking product or service

Account opened as a result of fraud
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2018-11-14

Allentown, PA

Problem with a lender or other company charging your account

Checking or savings account: Checking account

Transaction was not authorized
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2018-11-14

Lynnewood Gardens, PA

Trouble during payment process

Mortgage: Home equity loan or line of credit (HELOC)

Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2018-11-13

Unity Plaza, CT

Trouble during payment process

Mortgage: Other type of mortgage

Complaint: Dear The Consumer Financial Protection I have an issue that I have not received from Santander Bank for the overpayment which is XXXX $ on taxes from XXXX to XXXX. I need your guidance since every year Santander Bank has collected from me on the taxes more then they should have. I have a copy from the Town Hall in XXXX about how much the Bank has paid for me. From Santander bank there is a big difference in how much they collect the money then how much they pay to the Town Hall. I also have another copy of how much the Santander Bank has collected every year from me. Also I have another problem that I have not received back for my deposit on my house. When we had a closing in XX/XX/XXXX on my property XXXX XXXX XXXX XXXX XXXX XXXX, We had paid the deposit of XXXX. I have a copy from that closing. We were sure we would have received back an overpayment on taxes and the deposit on my house. When we paid full mortgage, but we were wrong. In XX/XX/XXXX we have paid the full mortgage and Santander Bank has never return our money back. From XXXX to this day I have sent many letter to Santander Bank asking for them to return my money back. The bank always sends me a new excuse to not respond to my letter. XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2018-11-11

Worcester, MA

Managing an account

Checking or savings account: Other banking product or service

Problem accessing account
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2018-11-10

Rochdale, NY

Managing an account

Checking or savings account: Checking account

Deposits and withdrawals
Complaint: To whom it may concern, I XXXX XXXX am writing to you with serious concern and disappointment in the Santander bank with whom I have a personal account with for several months after being recommended to them by many of my friends and family members. On Wednesday XX/XX/2018 my account was compromised due to my personal computer being hacked by a fraudulent company claiming to be a virus protection company. They led me to believe that they were adding virus protection software onto my computer and within seconds my computer screen went black and I received several emails from Santander bank on to my phone stating that there was activity being done onto my account and that if it was not me to call immediately to notify the bank. And so I did that, upon my call the representatives were very polite and understanding of the situation and helped me to block and freeze my account. I was also advised to go into my local police station and compose a formal police report, which I did. So now with no access to my account and only XXXX remaining after a whopping {$1700.00} had just been stolen from my account. I was told that although I called within mere moments of the fraudulent, unauthorized activity I was to wait 24 hours to make a formal claim with the bank because they couldnt do anything since it was now a pending transaction. I felt very uncomfortable and unprotected in that moment but I waited until the next day and called at XXXX XXXX XX/XX/2018 to file a fraudulent claim as I was instructed to do. After I filed the claim I called the bank back on that Friday XX/XX/2018 to see if there had been any progress in the claim when I finally spoke to a representative within the fraud department a man named XXXX assisted me and told me that my claim was denied and there was nothing more he could do, I asked to speak to a supervisor and he told me that I would be hearing the same words from a different mouth, and so after a very emotional begging and pleading with him to please do something I was a victim of fraud for Crying out loud and that since I called immediately after receiving the Santander alerts to my email why wasnt I covered by the zero liability policy he agreed to open a new claim for me. I was very thankful and grateful, this really couldnt have happened at a more inconvenient time in my life I am 6 months pregnant and I just moved to another state and those funds are what I have saved up for my new home and my new baby. Although its not much to many people it is a small fortune to me. On XX/XX/2018 I called Santander bank to see if progress had been made on the second claim I finally spoke to a supervisor he was the most helpful and seemed to make a dent in the claim adding more detail to the claim and following up with the fraud department himself he even took the extra mile and told me he would call me back after he followed up with some information and the fraud department. He followed through and called me back within the next 2 hours and finally the next day Tuesday XX/XX/2018 I checked my account and a provisional credit of the XXXX dollars had been posted to my account. Now XX/XX/XXXX they have denied my claim for the 3 rd time I am now 8 months pregnant dealing with a bank that is telling me that I have to understand because they are out this money when I am out this money x2. They have relinquished the provisional credit that was awarded and have put a lock on my {$660.00} that I had left to my name. Please help me
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2018-11-09

VA

Fees or interest

Credit card or prepaid card: General-purpose credit card or charge card

Charged too much interest
Complaint: My name is XXXX XXXX. I am writing to complain about interest charges made by Santander Bank in the amount of {$34.00} interest rate charge assessed on my Master card # : XXXX on the last statement ( for the period ending XX/XX/2018 ). I do not believe I should have been charged that much according to the terms of the agreement we have. The balance I owed on the prior months statement was originally {$2800.00}, due by XX/XX/2018. I paid a total of {$2700.00} by the due date and the amount I paid posted to the account by XX/XX/XXXX. That left a balance owed of {$82.00}. That was the balance upon which interest charges, I believe, was supposed to accrue. I point to the written terms of our agreement ( found on the reverse side of every Mastercard statement from Santander Bank at page 2, left column ) where it states : Santander will not impose interest charges on any portion of a purchase balance you repay while that balance is subject to an interest free period. Therefore, under the plain meaning of the agreement, the interest rate on my account ( i.e., 9.74 % ) should have only been assessed on the amount still outstanding -- $ XXXXso that the interest was about XXXX cents a day so the total interest charge should have been about {$1.00} ). However, I was charged interest of {$34.00}! Clearly, I was charged interest on the amount that I paid while in the interest free period in contravention of the terms of the agreement we have. I called Santander bank ( i.e., Santander N.A. ) on XX/XX/2018 ( XXXX ) and spoke with " XXXX '' who agreed the interest charged looked incorrect and that she would note the complaint and I would hear back in 5 days or so. I never did. I called again and was told the bank stood by their calculation, but no explanation was provided. I then wrote the bank at their address listed for disputes via letter dated XX/XX/XXXX and waited 2 weeks, but received no acknowledgment of my complaint. I flag this complaint to your office as I suspect this could be a standard practice whereby Santander may be padding its bottom line by encouraging staff to assess interest in contravention of their agreements on Mastercard accounts. The {$34.00} interest charge is too small for me to bother with a small claims court claim, so I kindly request your office to look into it if its within your jurisdiction to do so. Thanks so much. I think Santander was wrong under the explicit terms of our agreement and ask that you please again review the decision as I think there is human error or a misunderstanding here. Once you have reviewed the matter, please contact me to let me know the result.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2018-11-08

NY

Closing an account

Checking or savings account: Checking account

Can't close your account
Complaint: I have had a checking account with Santander for 4 months. It has been a disaster. I have called countless times to gain online access and was never given permission to access my own funds. So I gave up. I sent a letter to them requesting they close the account and mail me a check for the balance. They stalled for a month. Then they told me they won't close the account because they deserve another chance. I just want to close the account and have my funds back.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2018-11-07

Plymouth Meeting, PA

Opening an account

Checking or savings account: Checking account

Didn't receive terms that were advertised
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2018-11-06

Spfld, MA

Trouble during payment process

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response

2018-11-06

NJ

Incorrect information on your report

Checking or savings account: Personal line of credit

Account information incorrect
Complaint: My complaint is with Santander Bank. My parents helped me set up my first account nearly a decade ago, as my father is in the banking industry. Up until recently, products & services have always been exceptional ... Unfortunately, this is no longer true! While performing online banking at the end of XX/XX/2018, I noticed an additional interest charge due of approximately {$10.00}? As this amount did not balance out from my ledger, I immediately contacted a bank representative out of concern. At the time, I was advised by bank staff member, that she was able to see my online payment ; and that the account would be updated once processed. She further advised that no further payment was necessary ( {$10.00} or otherwise ), and that the account is in " very good '' standing. Based on advisement of Santander staff member, I concluded that information provided by her was accurate, and proceeded with other financial matters. Almost two months later ( XX/XX/2018 ), I received a credit alert prompt through my credit monitoring service. Apparently, Santander bank reported delinquencies to all three ( 3 ) credit bureaus at month 's end in XX/XX/XXXX, for a delinquency in XX/XX/XXXX? This was the 'same ' account which I inquired about, earlier ... I immediately contacted customer service once again. This time, I was advised that the interest charge was 'not ' paid with my XX/XX/XXXX transaction ( as I was previously advised )??? However, the account was now current, as I made an over payment in the following month to the account ... *Note : I often make payments which exceed the monthly minimum. That's why this was so puzzling? Due to this error, this customer service agent also confirmed that delinquencies were in fact reported. However, I was advised that I " should not '' worry, as I am still in good standing with Santander. Obviously upset that I was provided FALSE information about my account, I contacted my father for advice ... My father and I called Santader and spoke with Supervisor ( Ms. XXXX XXXX ). Ms. XXXX was very understanding and professional. She created two case files. The first ( # XXXX ) was created to remove late fees and penalties associated with the {$10.00} error/discrepancy. The second ( # XXXX ) was created to have all three ( 3 ) credit Bureaus updated to correct the credit reporting errors. Ms. XXXX advised that she would call back the following week with a status. After two ( 2 ) weeks with no return call from Ms. XXXX, my father and I called once again. On this call with Ms. XXXX, we learned that the penalties and fees were reversed ; However, the incorrect credit reporting had not yet been corrected? Apparently, her investigative team attempted to reach me, however, Santander had a phone number associated with my file which is incorrect? Accordingly, they left a voicemail concerning my personal account with an unknown person, and then closed my file? Ms. XXXX showed sincere concern, and apologized for the additional errors. She further escalated this file to her supervisor for prompt attention. Today ( XX/XX/2018 ), I received a call from Ms. XXXX 's supervisor named XXXX ( she did not provide a last name or employee ID # ). Supervisor XXXX advised that she could not corroborate the details of the false information provided by one of the company 's staff members? Therefore, she was not going to investigate the matter further? *This is of little surprise, considering how much time Santander staff members allowed this file to sit? It's been nearly two ( 2 ) months from my initial inquiry into this error ... Obviously, Santander would NOT have reversed the interest charges & penalties, had they believed their staff member did not provide false & misleading information? My consumer credit has been 100 % positive for nearly two ( 2 ) decades. My credit scores have all dropped by 'over ' 50 points due to Sandanter reporting errors ... *Why on earth, would I not make a mere {$10.00} interest payment, unless otherwise advised by a Santander staff member? The record will show exceptional consumer credit history, up until this reporting error. Further, that Santander left a voice mail ( according to Ms. XXXX ), on an unknown phone number. The number Ms. XXXX provided, has NEVER been a number associated with my account. *At least one can see the levels of errors within this Bank concerning their depositors. This, in and of itself, is very unsettling ... On a last attempt to resolve, my father & I attempted to reach Ms. XXXX twice today ( XX/XX/2018 ) ... Needless to say, she never responded for our request to discuss ... As my consumer credit is something I value with great care, my father has already spoken with his attorney on this matter. However, I do not wish to pursue that route if at all possible. Accordingly, I feel the CFPB, may be a better alternative, to expose this matter with Santander. Given how a long time customer ( of almost two decades ) has been treated by Santander, I am fairly certain that this is NOT an isolated incident. Name withheld~
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2018-11-01

Bethlehem, PA

Managing an account

Checking or savings account: Checking account

Problem using a debit or ATM card
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2018-10-31

Brooklyn, NY

Trouble during payment process

Mortgage: Other type of mortgage

Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2018-10-31

Trouble during payment process

Mortgage: Conventional home mortgage

Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2018-10-30

Brick, NJ

Trouble during payment process

Mortgage: Other type of mortgage

Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2018-10-29

Marlboro, MA

Managing an account

Checking or savings account: Checking account

Problem using a debit or ATM card
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2018-10-28

Brooklyn, NY

Managing an account

Checking or savings account: Other banking product or service

Problem using a debit or ATM card
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2018-10-28

Epping, NH

Trouble during payment process

Mortgage: Other type of mortgage

Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2018-10-26

Cedarville, MA

Managing an account

Checking or savings account: CD (Certificate of Deposit)

Problem accessing account
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2018-10-19

Bronx, NY

Opening an account

Checking or savings account: Checking account

Didn't receive terms that were advertised
Complaint: I opened an account with Santander bank online on XX/XX/2018. I opened this account because they sent me a promo bonus in the mail. The promo promises to grant {$220.00} to an individual that opens a Simply checking account with Direct deposits that equal over {$900.00} within 90 days. After that the {$220.00} promo bonus is supposed to be added to account. I called the first time about this situation on XX/XX/XXXX and spoke with a bank rep that stated she will open a case about the inquiry. I called back a week later, and spoke with another representative that told me that the case was reviewed and closed and it was denied by the marketing team because I supposedly opened an account a year ago. When I opened the account the first time was never officially opened because they delayed to process the signature form that was signed off by me to open my account more than a year ago. I also never used a promo code or received any promo bonuses whatsoever the first time I opened an account with Santander. A few days ago, I spoke with a marketing representative from Santander and explained the situation again to her. Her name is XXXX and her number is XXXX. She stated she will reach out to me in a couple of days. I would like to open a case through this portal to ensure Santander keeps its promise.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2018-10-18

Managing an account

Checking or savings account: Checking account

Problem making or receiving payments
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2018-10-17

Brockton, MA

Problem with a credit reporting company's investigation into an existing problem

Credit reporting, credit repair services, or other personal consumer reports: Credit reporting

Their investigation did not fix an error on your report
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2018-10-17

Cherry Brook, MA

Problem with a lender or other company charging your account

Checking or savings account: Other banking product or service

Transaction was not authorized
Complaint: XXXX XXXX XXXX XX/XX/2018 Background : XXXX XXXX XXXX XXXX XXXX XXXX. XXXX . XXXX XXXX, MA. XXXX ( XXXX ) XXXX Applied for a XXXX XXXX job. No idea when he applied for it. ( Have applied for roughly 70 jobs. ) On XX/XX/XXXX, XXXX received an email stating that his application for a XXXX XXXX position had been received. On XX/XX/2018, received a cashiers check in the mail. The check was from a XXXX XXXXXXXX XXXX. Didnt recognize the address ; didnt recognize the person ; didnt remember what it was from. On XX/XX/XXXX, Went to the Santander Bank on XXXX XXXX XXXX XXXX XXXX to ask if the check was good. Went to a teller a female and asked, Is there any way you can check if this is any good? I received this check today in the mail and I dont even know who its from. The teller took out a magic marker ; and wrote on the check ( later I was to learn from XXXX XXXX that she wrote her initials on the check XXXX }. Teller said yes the check is good with a smile, indicating to me that the cashiers check was legitimate. On XX/XX/XXXX, received email instructions, you were emailed by an XXXX XXXX. His email address was XXXX. asking if XXXX had received the payment. On XX/XX/XXXX, received an email from XXXX saying keep me posted. On XX/XX/XXXX, received an email from XXXX saying go to XXXX, purchase an item of clothing under {$30.00}, and XXXX, 5 gift cards each for {$500.00}. On XX/XX/XXXX, received email from XXXX saying Please send back pictures of the cards. On XX/XX/XXXX, XXXX sends email asking to fill out feedback report. On XX/XX/XXXX, email from XXXX says youre doing good work. On XX/XX/XXXX, XXXX via email asks XXXX to purchase a cashiers check for {$10.00} from bank. On XX/XX/2018, at XXXXXXXX XXXX, Santander Bank contacted XXXX with Service Alert through email to tell him the check was no good. On XX/XX/XXXX, went in to the Santander branch and Spoke with XXXX XXXX. XXXX said cashiers check was no good. This was in contradiction to the teller who had earlier indicated it was good and has her initials on the check. XXXX then made a phone call and spoke with someone and said okay, theres nothing we can do about this. On XX/XX/XXXX, XXXX contacted XXXX XXXX emails off the XXXX XXXX website and heard back from XXXX XXXX with a phone number, XXXX. XXXX has called that number since then many times and there is never an answer On XX/XX/XXXX, we contacted the Massachusetts Attorney Generals asking to call me back. They indicated I should file a police report and contact federal authorities ( FTC and FBI ) .fraudulent checks
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2018-10-16

Milton, PA

Managing an account

Checking or savings account: Checking account

Fee problem
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2018-10-16

Barrington, RI

Managing an account

Checking or savings account: Other banking product or service

Banking errors
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response